Supervisor: Support Analyst – (Second Line) (Permanent)

Job Title: Supervisor: Support Analyst – (Second Line) Start Date: 2026-07-09 - 2026-08-08 Vacancy Type: Permanent PE011656 Sectors: Information Technology Location: Gauteng , JHB - Southern Suburbs Salary: Market Related Monthly Cost To Company (Market related) Brief: Job purpose: Responsible for leading and managing the second line support team, including the maintenance of the company switching applications and terminal applications in a fast-paced environment. Supervises the daily operations of the second line team, ensuring timely and professional communication with customers regarding their issues. Manages incident response and escalation processes for transaction failures. Trains and coaches team members to handle all customer interactions - both inbound and outbound- from the company's ACS support centre and teams across all communication channels. Provides technical and transactional support to internal and external customers, as well as internal suppliers. Manages support processes, escalations and customer service request updates, and compiles monthly reports. Key responsibilities: Manage daily operations of the second line team and interactions: Supervises and oversees all L2 customer and third-party interactions, fostering technical growth and operational excellence. Develops shift schedules and manages resource allocation to ensure adequate support coverage, including afterhours standby and escalation rosters. Identifies issues and trends that require escalation and follow up on updates from internal teams and suppliers. Optimises and automates support processes and tasks to improve efficiency. Coaches and mentors operational team members across first- and second-line support teams. Builds efficiencies across teams and channels through automation, optimisation, and process improvements. Assists customers with integration into the company's switch Assists with article and mandate compliance queries received from banks. Manages and analyses Remedy Queries to ensure timely resolution and accurate tracking Maintains efficient customer operational support at all times Recommends the enablement of enhanced features and provides input into solutions for customer requirements, covering both terminal and switching environments. Offers technical guidance and direction to team members. Ensure operational documentation is kept current and updated regularly. Aligns team deliverables to the business strategy. Recommend enhancements for terminal applications based on operational insights and customer feedback. Provides guidance and support to field services, staging and service delivery teams. Conducts performance reviews and identify L1/L2 support and training needs to build team capabilities. Core responsibilities: Managing operational interactions: Serves as the primary point of contact for escalated operational issues with internal teams. Collaborates with L3, ITS Development and Implementation teams to support new customers, products and enhancements. Conducts daily and weekly Remedy ticket reviews and analysis within the team, ensuring SLAs are met. Maintains existing processes and implements improvements to enhance operational efficiency Ensures support teams are kept up to date with PCI and compliance requirements. Investigates bugs in Terminal applications. Recommend enhancements to terminal applications. Investigates issues raised by first line support teams and customers and drives resolution. Compiles monthly and ad-hoc reports covering trends, bug fixes, and SLA's performance for both internal and external stakeholders Maintains a solid understanding of ACI Postilion eSocket.POS, Config Server, Realtime Frameworks and Postilion Office. Accurately identifies terminal and transactional issues and determines appropriate corrective actions. Identifies areas of improvement and development within the support environment. Logs calls with suppliers to action issues, software bugs, and enhancements timeously Attend customer operational meetings as required. Customer and operational requirements: Provides assistance with end-to-end testing for new customer integrations. Assists with user guide documentation. Manages updates to knowledgebase and operational support documentation Assist with Max Store queries, firmware updates, reporting and customer queries. Remedy queries: Receives customer and second line queries via Remedy, and analyse requirements, trends and remediation actions. Resolves and responds to customer queries and manage escalations timeously. Acts as the interface between development, service delivery and field services teams. Shares user guides with ACS Field Services to enable terminal and eSP installations and basic troubleshooting. Analyses monthly statistics and acts on outcomes where required. Identifies opportunities to improve departmental performance and SLA adherence based on statistical findings. Compiles and presents monthly feedback on call statistics and the general health status of the team and customers People management: Develops a high performing team by embedding the company's performance process, providing regular performance feedback and coaching team members. Addresses poor performance promptly and appropriately. Motivates team members and ensures that they receive recognition for work well done. Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and conducting regular career conversations with team members. Determines the development needs of the team and ensures that development opportunities — including training, rotation, and on-the-job learning — are budgeted for and executed. Assists with interviewing and recruitment of new team members, including providing input on job description and technical reviews. Creates quarterly leave plans to ensure adequate coverage, and approves leave requests, overtime requirements, and claims. Sets and manages KPIs in accordance with company guidelines. Initiates disciplinary processes for team members when required, and resolves grievances raised by team members, escalating only where necessary. Plans and manages shift schedules to ensure adequate operational coverage at all times. Communications and working relationships: Internal: Internal Team Members – Issues raised by customers ACS Field Services - Provides assistance Service Delivery Managers - Customer requirements Operational Support Call Centre - Application and terminal support. Implementation Team (PMO) - Customer implementations Development teams - Development requirements for products Infrastructure Teams - Infrastructure setup for new and existing products Heads of departments - Discuss requirements to deliver a product which may involve assistance from relevant teams. External: Customers – Assist with integration or assist the customer with guidance on how the product operates. Solution design. Query resolution Service review meetings Projects 3rd party vendors - Application fixes, enhancements available, Compliance requirements, new products Banks - Integration of new customers, Compliance, query resolution, new product implementation. Qualifications, experience, and skills: Educational qualifications: Banking and or switching experience (minimum) (Postilion, TradeRoute, Ivory, Base24) ITIL v4 Foundations (advantageous) Degree or Diploma in IT (advantageous). Remedy / Helix experience (advantageous). Year of experience: 10 years work experience 5 years in Payments 2+ years client services or supervisory experience (Supervisory course – advantageous) Project management experience (advantageous) Other requirements: Good EMV Knowledge. Strong Postilion Knowledge. Card Payments knowledge. Card Payment Switching Knowledge. Good Payment Terminal knowledge. Problem Solving skills. Always looking at doing things in different ways. Certification / compliance experience advantageous Technology and system savvy. Strong MSOffice abilities. (